Guest Relations Manager

Planet 13 • Paradise, NV

2d

About The Position

The Guest Relations Manager is responsible for maintaining a positive image of the company among our customers. This role involves overseeing customer interactions and touchpoints, managing feedback across all online review platforms, and guiding the team and processes to deliver an exceptional customer experience. Oversees all employees within the guest relations department including transportation agents.

Requirements

• Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write speeches and articles for publication that conform to prescribed style and format.
• Ability to effectively present information to top management, public groups, and/or boards of directors.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• To perform this job successfully, an individual should be proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and industry-specific software.
• Must be 21 years of age or older.
• NV State Agent Card Required.
• OSHA 30 Required (company paid) to be completed within 6 months of hiring.

Responsibilities

• Help with daily operations and opening and closing procedures per hour of operation.
• Adhere to all policies, processes, procedures, and roles per employee contract.
• Maintain a clean, sanitary and organized work environment.
• Must comply with HIPAA guidelines as put forth by Federal regulations.
• Work with senior management team to increase sales and traffic volumes.
• Empowers team by providing a clear direction and providing ongoing coaching and support.
• Maintains the highest level of presentation, customer service, and compassion to all customers.
• Stays informed and knowledgeable about state and local laws, regulations and industry news.
• Keep displays clean, organized, and properly stocked.
• Review and delegate job responsibilities to direct reports, ex; operations, facilities, cleaning and etc.
• Manage receptionists, hosts and other store personnel as assigned by General Manager.
• Participate in weekly management meetings.
• Communicate any work issues related to the store to the General Manager, ex, customer complaints, employee work issues, safety concerns, product shortage, etc.
• Responsible for onboarding and training new hires.
• Assist in the hiring process by participating in the interview process.
• Prepares a schedule for a team of more than 40.
• Responds to all online reviews about the business.
• Comply with all HR policies including confidentiality and non-disclosure.
• Assist with the implementation of company policies, standard operating procedures, and performance standards.
• Maintain a clean and organized work environment.
• Daily compliance with Company policies including but not limited to; state/local regulation compliance, security protocols, access protocols, dress code, and work schedules.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager